Quality Assurance Lead

At ING, we’re not here to make banking complicated — we’re here to make it work simply and seamlessly, so people can focus on what really matters to them. Whether it’s buying a home, starting something new, or navigating life’s unexpected challenges, we’re committed to supporting our customers with clarity, care, and confidence.

We’re looking for a Quality Assurance Lead to join our Lending Operations - COE team — a critical role focused on ensuring we consistently deliver fair, compliant, and customer-centric outcomes for those experiencing financial difficulty. This is a role where your work directly influences both customer experience and risk management, helping us get the balance right when it matters most.

As our Quality Assurance Lead, you’ll take ownership of the end-to-end QA program across Financial Hardship, combining hands-on evaluation with insights-led improvements. You’ll partner closely with leadership and frontline teams to embed quality standards, uplift capability through coaching and feedback, and continuously improve processes based on real data and trends. In addition, you’ll collaborate across Lending Operations, Risk, Compliance, and Customer teams — shaping how we support customers while ensuring we meet our regulatory obligations.

This is a permanent role based in Sydney.

What you’ll do

• Lead the end-to-end Quality Assurance program for Financial Hardship, ensuring consistent and accurate evaluations.
• Conduct quality reviews across hardship decisions, including regulatory compliance, documentation, and customer interactions.
• Analyse QA insights to identify trends, risks, and opportunities to improve customer experience and operational efficiency.
• Partner with leaders to deliver feedback, coaching, and calibration sessions that uplift team performance.
• Manage QA reporting, databases, and governance processes to ensure accuracy and transparency.
• Drive process improvements and support initiatives aligned to regulatory requirements and business goals.

What we’re looking for

• Strong experience in financial services, with a focus on quality assurance, risk, or hardship/collections.
• Deep understanding of regulatory frameworks and compliance requirements impacting financial hardship.
• Proven ability to analyse data, identify trends, and translate insights into meaningful improvements.
• Confidence in stakeholder engagement, with the ability to influence and build relationships across all levels.
• Strong attention to detail, organisational skills, and the ability to manage competing priorities.
• Excellent communication skills, with experience providing feedback, coaching, or facilitating sessions.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us 
 

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Wednesday, the 24th of June.
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

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